By the end of 2025, the Australian government has the vision to be one of the top three digital governments in the world, with an ambitious strategy to enable all government services to be available online.

It is certainly an ambitious strategy. However, it should be recognised this will only be successful if these services are adopted and designed with the needs of people first. Citizens have high expectations in the private sector and expect the same from the government, and trust needs to be cultivated through digital services that are timely, efficient, personalised and secure.

Citizens, as consumers, have high expectations when it comes to responsiveness. They want requests solved in one go, with speed, simplicity, transparency and security. This includes when interactions are digital. As their expectations become higher and they demand more from the government, trust can be lost if these demands are not met. Therefore, governments must strive to create secure and transparent services that meet citizens’ needs.

In Australia, key considerations include:

• • Regional disconnect — Rolling out government services needs to consider the diverse needs of the broader population and not just tailor to the metropolitan areas. In regional areas, the uptake of digital channels is slower. From connectivity, digital literacy, or just digital scepticism — a range of challenges must be overcome and a design process is needed to ensure their unique needs are addressed appropriately.

• • Data security — For citizens to feel comfortable using digital services, they must be confident that their data is securely protected. Platforms like Salesforce go a long way to offering capabilities that offer out-of-the-box compliance to government security standards at differing stages of cybersecurity maturity.

• • • Channel confusion — While digital channels are good, it is easy to get lost if more than one channel is needed to complete. A holistic connected-government should be considered wherever possible that ensures that a one-stop shop is created that builds across the full spectrum of services.

   

  • People-centric — Any new service needs to focus on having people at the heart of the service. From understanding diverse needs to designing accessible digital services, the final product should be as efficient and seamless as possible, building trust through services that meet the mark every time.

Salesforce’s Public Sector Cloud is built with citizen trust first and is designed to help governments build trusting relationships with citizens through enhanced transparency, security, and accountability. The cloud-based platform provides users with an integrated suite of tools that allows public sector organisations to create digital services and administer programs more efficiently.

From a broad range of capabilities tailored to the government’s services such as Grants Management, Permits to Employee Experience and Citizen Portals the capabilities enable a government agency to enhance service delivery and scale rapidly.

Coupled with Mulesoft integration and automation solutions, the platform provides numerous benefits to enable departments to do more with less, accessing legacy data silos and assisting with delivering timely and proactive services for citizens and employees.

If you are interested in learning more about how J4RVIS can help, please get in touch with us today.